Customer Success Manager

As the first Customer Success Manager, you will shape and lead the customer success strategy, ensuring clients realize full value from our solutions and platform. You will partner closely with sales, product, data, and marketing teams to design and deliver impactful implementations, POCs, up-sells, and sustain long-term relationships. This is a high-impact role requiring a blend of customer-centricity, strategic thinking, and operational/analytical leadership. Exceptional people skills are a must.

Key Responsibilities

• Serve as a trusted advisor to various stakeholders at client organizations.
• Map organizational dynamics and create meaningful, organization-wide relationships.
• Deliver persuasive presentations and creatively communicate value.
• Own the post-sale customer lifecycle, ensuring successful onboarding, adoption, and renewal.
• Lead tailored POCs and implementations that demonstrate measurable value.
• Build and lead the Customer Success team (CSMs, onboarding specialists, support).
• Define success metrics and implement scalable success programs.
• Contribute to customer segmentation, playbooks, and QBR frameworks.
• Collaborate closely with Sales, Product, and Data teams to align customer needs with roadmap and delivery.
• Surface customer feedback and insights to influence product strategy.
• Ensure a seamless customer journey across touchpoints.
• Drive retention, expansion, and upsell opportunities through strong relationship management.

Requirements

• 5+ years of experience in Customer Success or Account Management
• Experience working with or selling into eCommerce or retail technology clients.
• Strong understanding of SaaS, AI, or data-driven products.
• Proven track record of leading successful POCs and pilots in complex B2B Enterprise environments.
• Exceptional communication and stakeholder management skills.
• Entrepreneurial mindset with the ability to build from scratch in a fast-paced startup.
• Analytical and metrics-driven approach to problem-solving.
• Experience working in a startup or early-stage tech company.